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Technical Support Professional II
2 months ago
A world leader in gaming content and technology, we are seeking a skilled Technical Support Specialist to join our team. As a key member of our support team, you will provide highly technical service level support to customers on Aristocrat-supported product lines released in Class II, Class III, Historic Horse Racing, and Video Lottery Terminal markets.
About the Role- You will be responsible for working with cutting-edge technology to deliver exceptional customer experiences.
- You will analyze field data, identify performance issues, and develop solutions to replicate problems within a lab environment.
- Provide support for Class II, Class III, Historic Horse Racing, Video Lottery Terminal, and Casino Management System hardware/software support.
- Analyze and document defects, field concerns, performance errors, and inconsistencies reported from the field.
- Maintain case documentation and work directly with customers to correct problems causing casino downtime.
- Work independently or as part of a team, prioritizing field requests based on severity and demonstrating critical thinking skills.
- Collect, analyze, diagnose, and seek solutions for field performance issues presented to the team.
- Reproduce field issues in the test/lab environment as validation checkpoints and identify root causes and workarounds for support.
- Draft technical support documentation and create knowledge-sharing dashboards/reports for new products and field performance issues.
- Collaborate with software and hardware teams to improve processes, provide design enhancement recommendations, and analyze field data for performance issues.
- Bachelor's degree in Computer Science, Industrial Engineering/Mechanical Engineering, Quality, or related field and/or experience.
- A minimum of 5 years or more of related experience in the gaming industry with active knowledge of slot machines and casino management systems.
- Familiarity with Microsoft Office Suite, PowerPoint, Excel, Word, Data Systems, MS/Power/BI.
- Strong analytical and critical thinking skills combined with strong multitasking abilities.
- A competitive salary of $94,612 per year.
- A robust benefits package.
- Global career opportunities.
We strive to lead the way in responsible gameplay and lift the bar in company governance, employee wellbeing, and sustainability.
We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status, or LGBTQ+ identity.
